These Additional Terms supplement the Faye Master Subscription Agreement (found here: or otherwise executed by the parties) (the “FMSA”) and apply to specific aspects of the Products and Services as described herein. Capitalized terms used and not defined herein have the meanings given to them in the FMSA. Notwithstanding anything to the contrary in Your agreement with Us, Faye reserves the right, at its sole discretion, to update the Additional Terms detailed below as needed to accommodate development of new features and functionality. All items specified in this document are also subject to the terms and conditions found here:

  1. Definitions:
    • Hosting Product: The term “Hosting Product” encompasses a variety of
      different hosting products that are provided by Faye including but not limited to:
      • Custom Shared Hosting
      • Faye Hosting
      • Faye Zendesk Hosting
      • FBSG HIPAA Hosting
      • FBSG Sugar Hosting
      • FBSG Sugar Hosting Setup Fee
      • GovCloud SugarCRM Managed Cloud Hosting
      • HIPAA SugarCRM Managed Cloud Hosting
      • Liquid Web Hosting
      • SugarCRM Managed Cloud Dedicated Hosting
      • SugarCRM Managed Cloud Hosting
      • SugarCRM Managed Cloud Shared Hosting
      • Website Hosting

    The following additional terms shall apply when Faye is providing a Hosting Product to Company:

  2. Censorship:
  3. Faye will exercise no control whatsoever over the content of the information passing through the network,
    email or web site.

  4. Access:
  5. Server and application access is limited to HTTPS. SSH/FTP/SFTP and other communication methods are not

  6. Storage:
  7. Filesystem and database are encrypted at rest. Unless otherwise specified in the Product Order Form.
    Additional File Storage is available for $60/GB/Year. Additional Database Storage is available for

  8. Backups:
  9. As part of the Hosting Product Faye includes backups of each server. Backups are stored using an automated
    backup service and can only be restored to the hosted environment. Additional files system or database
    backups requested by the Company can be provided at an additional cost and will be documented and agreed
    upon in an amendment to the Product Order Form.

  10. Security:
  11. VPN service and SSO/MFA products are not included unless ordered on the Product Order Form. These are
    available as add-ons. Company will either purchase SSO/MFA product from and VPN product from Faye or will
    provide their own. In the event Company does not use either, Company assumes the risk associated with not
    having these products in place.

  12. Support:
  13. Support is defined as Hosting Support and Application Support.

    • Hosting Support:
    • Hosting Support includes hosting related issues, such as availability, performance, backups, access, and
      security. Company is allowed up to 2 designated contacts who can submit support tickets on company
      behalf. Hosting Support is available via phone or email during the business hours of M-F 9am – 5pm PST
      excluding Holidays. Faye makes a best effort to respond to critical production-related issues in 4 hours
      and 24 hours for non-critical issues. These response times are not guaranteed. Hosting Support includes
      patching and upgrading of server.

    • Application Support:
    • Application Support is not included. Application patches and upgrades are not included. Additional costs
      may apply for application support and application upgrades. Application support must be purchased
      through an aXia subscription. Items and services considered new scope of work: SQL optimizations,
      additional backups, configuration of additional monitoring, system migrations, source code changes and
      modifications, database development, and project/account management. Items and services considered new
      scope will require a statement of work.

  14. Service Availability:
  15. The Faye is fully committed to providing quality service to all customers and will use commercially
    reasonable efforts to have the service available 24 hours per day, 7 days per week, excluding any scheduled
    maintenance as described below and unscheduled downtime due to events beyond its control.  Faye’s goal is to
    maintain a 99% monthly average of scheduled availability of its servers.  Server availability is defined as
    Company’s ability to connect to Company’s application and customer data through remote desktop.

  16. Outages Due to Load:
  17. The Company will be notified should any server become unresponsive. If a server is determined to be
    unresponsive due to internal process load or external load from overuse, Faye will recommend the actions to
    be taken. Should Company decide not to take the recommended action, Faye will not be held accountable for
    the time that the server is unresponsive.

  18. Scheduled Maintenance:
  19. The scheduled maintenance and upgrade window for all subscribers will be performed from 1:00am to 6:00am
    pacific standard time. Notification from Faye’s administrative staff will occur at least 48 hours prior to
    work being performed. Notification failure of normal maintenance by Faye staff will result an application of
    the uptime guarantee. Faye shall not be liable for failure or delay in performing its obligations hereunder
    if such failure or delay is due to external circumstances beyond its reasonable control, including, without
    limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or
    other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay
    in telecommunications, failure of third party software or inability to obtain raw materials, supplies, or
    power used in or equipment needed for provision of the Hosting Product. Faye agrees to exercise reasonable
    care to prevent such occurrences; however, under no circumstances will Faye be held liable for any financial
    or other damages due to such interruptions. In no event shall Faye be liable to Company or any other person
    for any special, incidental, consequential or punitive damages of any kind, including, without limitation,
    refund of fees, loss of profits, cost of cover, loss of income or cost of replacement services.

  20. Scheduled Maintenance:
    • Company’s Compliance with Privacy Laws; Purpose Limitation
    • Company will at all times comply in full with the requirements of any applicable privacy and data protection laws (including where applicable, European Union Directives 95/46/EC and 2002/58/EC and any national implementation(s) of them) to which it is subject as a Data Controller (“Applicable Privacy Law(s)”). Faye will process data in accordance with Faye’s instructions under Applicable Privacy Law(s) and will not: (a) assume any responsibility for determining the purposes for which and the manner in which the data is processed, or (b) process the data for its own purposes.

    • HIPAA and PHI in Relation to Sage Products
    • Company understands and acknowledges that neither the Hosting Product nor any installed third party software are configured to receive and store personal health information (“PHI”), as that term is defined under the Health Insurance Portability and Accountability Act (“HIPAA”) and that the Faye is neither a “Covered Entity” nor a “Business Associate,” as those terms are defined in HIPAA. As such, Company agrees not to use the Hosting Productservice or provide access to or submit any PHI to Faye when requesting technical and/or support services, in either case, to, directly or indirectly, submit, store or include any PHI as part of the Company’s data. Company agrees that Faye may terminate this Agreement immediately, if Company is found to be in violation of this Section

    • Usage Data
    • In the course of providing Company with the services contemplated in the Agreement, Faye may collect, use, process and store diagnostic and usage related content from the computer, mobile phone or other devices the Company uses to access the Hosting Product or installed third party software. This may include, but is not limited to, IP addresses and other information like internet service, location, the type of browser and modules that are used and/or accessed (the “Usage Data”). Usage Data does not, however, include Company data. Company agrees that Faye may process Usage Data to create and compile anonymized, aggregated datasets and/or statistics in order to: (a) maintain and improve the performance and integrity of the Hosting Product and installed third party software; and (b) comply with all regulatory, legislative and/or contractual requirements, provided in each case that such aggregated datasets and statistics will not enable Company or any living individual to be identified.